What are Call Centres?

A call centre is something that is nearly present in every organisation. It is referred to as an office that is responsible for handling telephone calls, and are indulged in the customer service process through constant communication. Call centre agents are expected to interact with the company's clients over the phones, and in the process, they provide important and useful information regarding the company's products or services, in order to keep the customers informed. At the same time, they also need to be persuasive as that could possibly turn the sales decision in the company's favour. Furthermore, a call centre agent needs to be smart and quick about handling telephones. They are also required to be patient and kind with the customers, as that would generate a sense of trust. However, a call centre agent must not pester the customer too much, consequently annoying them, and thus affecting their purchase decision in a negative way. Being a call centre agent can be quite a challenging task if the person involved is not a smooth communicator, or is not sufficiently fluent. This call centre training course specifically aims to impart the helpful tools that every call centre agent needs to be aware of, in order to excel in their respective careers.

What will you learn?

This online call centre training course will enable call centre or customer service agents to possess a greater mastery in their call centre duties through a deeper understanding and knowledge of their roles. This carefully designed, call centre training course will include a number of useful topics such as:

  • The nuances of body language and verbal skills.
  • The various components of verbal communication such as tone, cadence and pitch.
  • Questioning and listening skills.
  • Techniques to deliver bad news, and say "no".
  • Effectual ways to negotiate.
  • Importance of developing and conveying relevant messages.
  • The value of personalizing and developing relationships.
  • Personalised techniques for stress management.
  • Vocal skills that will enhance speech quality.

Know more about the course.

Course Delivery: The course will be delivered online on Skill Advantage’s LMS. There will be a mix of text and videos available.
Course Price: Rs. 4,000
Access Time: 2 Months
Certification: Receive an online PDF certificate offered by Skill Advantage and Accredited by Asian College of Teachers, Asia’s biggest teacher training organisation. Hard copy of certificates can be availed for an additional charge.

Course Outline - Call Centre Training Program Outline

  • Session One: Course Overview
  • Session Two: What's Missing in Telephone Communication?
    • It's Not What You Say; It's How You Say It
    • In the Absence of Body Language
  • Session Three: Verbal Communication Techniques
    • Being Yourself and Sounding Your Best
    • A Service Image
  • Session Four: Who are Your Customers?
    • Define the Customer and Client
    • About Relationships
  • Session Five: To Serve and Delight
  • Session Six: Did You Hear Me?
    • Listening Skills
    • The Mission: To Listen
  • Session Seven: Asking the Right Questions
    • Open Questions vs. Closed Questions
    • Probing Techniques
  • Session Eight: Saying No
    • When We Say "No"
    • Delivering Bad News
  • Session Nine: Sales by Phone
    • Benefits of Telemarketing
    • Rapport Building
  • Session Ten: Taking Messages
    • Pen in Hand
    • Effective Messages
  • Session Eleven: Staying Out of Voice Mail Jail
  • Session Twelve: Closing Down the Voice
  • Session Thirteen: Cold and Warm Calls
    • The Cold Call
    • The Warm Call
  • Session Fourteen: Developing a Script
    • Scripting Techniques
    • Sample Script
  • Session Fifteen: Perfecting the Script
    • Making the Script Yours
    • Using Cheat Sheets
  • Session Sixteen: Going Above and Beyond
    • Fifteen Techniques for CCA Success
    • Customize Your Service
  • Session Seventeen: Handling Objections
  • Session Eighteen: Closing the Sale
  • Session Nineteen: Feelings
  • Session Twenty: Changes in the Customer
    • The Changing Customer
    • What the Customer Wants
  • Session Twenty-One: Negotiation Techniques
    • Mastering Negotiation Skills
    • Practicing Negotiation
  • Session Twenty-Two: It's More Than Just a Phase
    • Phases of Negotiation
    • Negotiation Made Easier
  • Session Twenty-Three: High Impact Moments
    • Make It Count
    • Creating Case Studies
  • Session Twenty-Four: Tips for Challenging Callers
    • Tips and Tricks
    • Caller Behaviors
    • Up the Mountain
  • Session Twenty-Five: Dealing with Difficult Customers
    • Dealing with Problems
    • Dealing with Vulgarity
  • Session Twenty-Six: Phone Tag and Getting the Call Back
    • Phone Tag
    • Following Up
  • Session Twenty-Seven: This is My Mentor
  • Session Twenty-Eight: Stress Busting
  • Session Twenty-Nine: News from Within
    • Management Reports
    • Pre-Assignment Review
    • CCA Reports
  • Session Thirty: Wrapping Up
    • It's a Wrap - Just About!
    • Debrief
  • Session Thirty-One: Close with Vocals
    • Recommended Reading List
    • Post-Course Assessment
    • Pre - and Post-Assessment Answer Keys
    • Personal Action Plan

Who is eligible for the course?

  • Call centre Agents
  • Customer Service Agents
  • Sales Supervisors
  • Sales Professionals

Academic Support

Individuals participating in the Skill Advantage’s online skills and training courses will be entitled to receiving thorough and persistent support from Skill Advantage’s highly qualified academic tutors. From answering questions regarding the use of the e-learning platforms to clarifying doubts regarding certain topics, our friendly tutors will always be available to assist and further facilitate your learning experience.

Contact Details

  • skilladvantagetraining@gmail.com
  • Mittal Commercia, Unit No. 412, C - Wing, Asan Para Road, Marol Naka, Andheri East - 400059, Mumbai, Maharashtra 400059
  • SAI PREMA’, 1st Floor, Christ Lane No.39 Krishnanagar, Hosur Rd, Industrial Area, Koramangala, Bengaluru, Karnataka 560029

Upgrade your Course

You can opt for a more thorough and effective learning experience by opting for additional Human Resources Management Training courses. You can create a bundle by choosing extra the following additional courses:

Building Relationships for Success in Sales

Dynamite Sales Presentations

Overcoming Objections to Nail the Sale

Prospecting for Leads like a Pro

Selling Smarter

Customer Relationship Management

Body Language – Reading Body Language as a Sales Tool

Creating and Managing your Corporate Brand

Social Selling for Small Businesses

Prices

  • The entire Sales and Marketing Training Course Bundle: Rs. 30,000
  • 1 Course: Rs. 4,000
  • Bundle with 2 Courses: Rs. 6,999
  • Bundle with 3 Courses: Rs. 10,999
  • Bundle with 4 Courses: Rs. 14,999
  • Bundle with 5 Courses: Rs. 18,999
  • Bundle with 6 Courses: Rs. 21,999
  • Bundle with 7 Courses: Rs. 23,499
  • Bundle with 8 Courses: Rs. 25,999
  • Bundle with 9 Courses: Rs. 27,999
  • Bundle with 10 Courses: Rs. 29,999

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